Service improvements

London Borough of Haringey

Showing service improvements between 1 April 2024 and 31 March 2025

Find out more about service improvements

When we find fault, we can recommend improvements to systems and processes where they haven’t worked properly, so that others do not suffer from these same problems in future. Common examples are policy changes; procedural reviews; and staff training. Service improvements from decisions are published for 5 years and those from reports are published for 10 years.

Showing 1 - 7 of 7 cases with service improvements

Export results (CSV)

Downloads the current filtered list of service improvement decisions for London Borough of Haringey as a CSV file.

  • London Borough of Haringey (24 005 438)

    Category: Housing Date: 20-Feb-2025

    Summary

    Mr X complained the Council did not complete a review of its decision on his housing allocations banding, which he requested in August 2023. The Council was at fault. It will complete the review and tell Mr X of the outcome, and pay him £300 to recognise the frustration and uncertainty he has been caused by the 15-month delay.

    Service improvements

    The Council was at fault for not completing a review of its decision on a housing allocations banding. The Council will remind relevant staff to keep people informed where it is likely to, or has, missed a deadline it has set for itself to complete an action as a result of a complaint.The Council identified other people who have also been affected by the delay in completing council housing allocation review requests. The Council will provide the Ombudsman with an update on its progress clearing the backlog of the review requests.

  • London Borough of Haringey (24 003 972)

    Category: Housing Date: 11-Dec-2024

    Summary

    The Housing Ombudsman Service (HOS) found service failure by the Council for delay dealing with Ms X's reports of disrepair in her council tenancy. LGSCO found fault by the Council in its assessment of Ms X's medical needs. Both Ombudsmen found fault with the Council's decision making about Ms X's management transfer and for delays in the complaint process. The Council has agreed to remedy the injustice to Ms X and improve its services.

    Service improvements

    The Council has agreed to provide training or guidance to relevant staff on making decisions about medicalpriority and housing needs resulting from medical conditions, using thisdecision as an example and with reference to LGSCO's guidefor practitoners.The Council has agreed to remind relevant staff that the Council has discretion to address overcrowdingas well as risk when approving a management transfer and ensure records showthe Council has considered whether to exercise this discretion.The Council has agreed to amend the decision review process for management transfer applications toensure the Council tells applicants about their statutory review rights, as setout in the Housing Act 1996.

  • London Borough of Haringey (24 000 058)

    Category: Housing Date: 28-Feb-2025

    Summary

    Ms X complained she is living in a temporary care home placement. She said she lives outside the area of her home and cannot return as it no longer meets her needs. Ms X said this has impacted her quality of life. There was fault in the way the Council did not complete assessments using up to date information in a timely way. There was also fault with the Council complaint handling. This fault distressed Ms X and caused her uncertainty. The Council should apologise, make a financial payment, issue guidance to its staff and fully assess Ms X’s circumstances.

    Service improvements

    •Remind relevant staff of the importance of effective complaint handling.

  • London Borough of Haringey (23 018 436)

    Category: Housing Date: 12-Aug-2024

    Summary

    The Council failed to offer Miss B the next available suitable property, after it agreed to do so following a previous complaint. The Council has agreed to apologise and make a payment to Miss B. It has also agreed to make service improvements.

    Service improvements

    The Council has agreed to provide training or guidance to relevant officers on the procedures to follow when an applicant has been selected for a direct let. In particular, it will ensure officers properly consider any bids the applicant makes.

  • London Borough of Haringey (23 015 730)

    Category: Housing Date: 12-Sep-2024

    Summary

    Miss X complains that the Council delayed in offering suitable temporary accommodation and in dealing with her complaints of disrepair. The Council is at fault as it delayed in assessing the suitability of Miss X’s temporary accommodation and delayed in offering suitable temporary accommodation. The Council has not taken sufficient action to deal with disrepair at Miss X’s temporary accommodation. The faults by the Council have caused distress to Miss X and caused her to live in unsuitable temporary accommodation for longer than necessary. The Council has agreed to remedy the injustice to Miss X by apologising and making a payment of £800 to her for the distress caused.

    Service improvements

    By training or other means, ensure officers notify an applicant of the reasons for findings that do not go in an applicant’s favour in the review decision letter.

  • London Borough of Haringey (23 011 217)

    Category: Housing Date: 02-Apr-2024

    Summary

    There was fault by the Council. There has been delay in carrying out a review of Mr X’s housing application banding. There was also delay in dealing with Mr X’s homelessness application and an incorrect sentence in a decision notice. Carrying out the review remedies the injustice to Mr X, along with an apology and a payment.

    Service improvements

    Deliver refresher training to all caseworkers on writing good quality decisions.

  • London Borough of Haringey (23 001 282)

    Category: Housing Date: 17-Jul-2024

    Summary

    Miss X complained the Council delayed carrying out repairs at her temporary accommodation and stopped her from bidding on suitable permanent accommodation while waiting for the repairs to be completed. The Council applied the wrong policy and suspended Miss X’s bidding rights which meant she missed out on several properties resulting in her living in unsuitable accommodation for 15 months. A suitable remedy is agreed.

    Service improvements

    Issue guidance to staff to ensure homeless applicants in temporary accommodation are not treated as secure tenants and not prevented from bidding.

LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.

Privacy settings